Desktop Support Specialist

The Level 1 (L1) Desktop Support Specialist serves as the first point of contact for end-user IT support, providing timely and professional assistance for desktop, laptop, hardware, software, and basic network-related issues. This role focuses heavily on customer service, accurate ticket documentation, and adherence to IT service management (ITSM) processes, escalating more complex issues to higher-tier support as needed.Required Skills & Experience• 1-3+ years of experience in a desktop support, service desk, or IT support role • Strong working knowledge of: ? Windows 10/11 and/or macOS ? Microsoft 365 / Outlook / Teams ? Basic Active Directory (password resets, account unlocks, group assignments) • Familiarity with ticketing systems and ITSM processes • Strong customer service and communication skills • Ability to multitask and prioritize in a fast-paced support environmentKey Responsibilities • Troubleshoot and resolve common desktop issues including: ? Password resets and account access ? Printer and peripheral connectivity ? Basic application and OS issues ? Network connectivity (wired/wireless) • Serve as first-line support for end users experiencing hardware, software, and peripheral issues (Windows and macOS environments) • Image, deploy, reimage, and configure laptops and desktops according to standard operating procedures • Provide deskside, walk-up, and remote support depending on site requirements • Accurately log, track, and update incidents and requests in a ticketing system (ServiceNow, Remedy, Jira, etc.) • Escalate unresolved or complex issues to L2/L3 support following defined escalation paths • Support new hire onboarding and offboarding including equipment preparation and access provisioning • Maintain professionalism, clear communication, and a customer-first mindset at all times • Adhere to IT security, asset management, and documentation standards

Created: 2026-05-09